Hug Your Haters

Haters are not your problem. . . . Ignoring them is. Eighty percent of companies say they deliver out­standing customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (“haters”) can now express their displeasure faster and more pub­licly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to “pick their spots” when choosing to answer criticisms. Bestselling author Jay Baer shows why that approach is a major mistake. Based on an exten­sive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very differ­ent motivations: ·Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highest—phone, e-mail, and com­pany websites. Offstage haters don’t care if any­one else finds out, as long as they get answers. Availability: In stock